Desktop Support Engineer

THE TELECOMMUNICATIONS ASSOCIATE

(VOICE)

EXAM IN NOW OPEN FOR FILING

• DEADLINE

IS MARCH 24, 2026

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech and visit oti.nyc.gov to learn more. At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology. The Desktop Support Engineer position is a key team member within the Desktop Support Unit assigned to provide desktop services for OTI and client-supported agencies.

Responsibilities will include:

• Ensure consistent hands-on and remote support of hardware and user support issues at OTI and other supported locations;
• Serve as initial point of contact for all IT issues from executive users and customers of IT. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance;
• Responsible for the imaging desktop computers;
• Use the current tools and deployment methods to patch the Windows 11 workstations. supports Internet access, Enterprise Email/Calendaring, Outlook Client compatibility, printer services, supports and maintains user data file services;
• Update and modify the standard Windows 11 images and task sequences in our automation tools to ensure they remain up to date;
• Serve as a team lead on assigned special projects where he exercises strong decision-making skills and appropriate discretion related to severity and prioritization of incidents;
• Strengthen OTI Windows desktop security posture;
• Liaise with OTI Information Security and Cyber teams on vulnerability management;
• Work closely with Desktop Engineering and Automation Engineering to develop new patching procedures, Hot Fix and application security tool sets in line with OTI ITSecOps and NYC Cyber Command guidelines and policies;
• Develop desktop security procedures and zero-day response plans;
• Manage service delivery performance through SLAs and other key performance metrics;
• Test, plan and supervise the deployment of new operating system releases, commercial software releases and hardware;
• Develop and document standardized user processes and procedures and "how to" documentation.
• Perform special projects and initiatives as assigned.

HOURS/SHIFT

Day

• Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

WORK LOCATION

Brooklyn, NY

TO APPLY

Special Note:

Taking and passing civil service exams are necessary to maintain employment with the City of New York. Please check the Department of Citywide Administrative Services (DCAS) website (http://www.nyc.gov/html/dcas/html/work/exam_monthly.shtml) for important exam filing information. Please ensure that you are either a permanent employee in the civil service title listed on this posting, or, that you file for the examination when there is an open filing period. For more information regarding the civil service process, please visit the DCAS website at: http://www.nyc.gov/html/dcas/html/work/work.shtml

• Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration.

Please go to www.cityjobs.nyc.gov and search for Job ID #772257 SUBMISSION

OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL NOTE

This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a program. OTI participates in E-Verify

TELECOMMUNICATIONS ASSOCIATE

(

• 20247 Minimum Qualifications 1.

A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service) telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems, and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or 2. An associate degree from an accredited college including or supplemented by 12 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems and two years of experience as described in "1" above; or 3. A four-year high school diploma or its educational equivalent and three years of experience as described in "1" above; or 4. A satisfactory combination of education and/or experience equivalent to "1", "2" or "3" above. A college education may be substituted for experience on the basis of six months of experience as described in "1" above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in voice telecommunication (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems for a maximum of two years credit. However, all candidates must have at least a four year high school diploma or its educational equivalent and one year of the experience as described in "1" above. Special Note

• Additional Requirements for Assignment Level IV To be eligible for placement in Assignment Level IV individuals must have, after meeting the minimum requirements, at least two additional years of full-time experience as follows: (1) As a Telecommunications Associate (Voice
• Assignment Level I, II, and III working for the City of New York; or (2) Performing analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity.

Preferred Skills The preferred candidate should possess the following:

• Experience in a large Windows enterprise environment as part of IT Support
• Strong knowledge of Microsoft Office products such as Outlook, Teams, OneDrive, Word, Excel, Access, Visio, Project and PowerPoint
• Excellent written and verbal communication skills
• Excellent organizational and interpersonal skills and ability to handle multiple tasks under tight deadlines
• Hands on experience in PC hardware an software support and troubleshooting
• Knowledge of Active Directory, Windows 11 and Windows 10 operating systems
• Experience with Microsoft

SCCM MDM

tools such as Workspace One UEM

• Strong analytic, organizational, time management, oral and written communication skills with the ability to articulate to end user community in clear concise understandable terms to meet superior quality objectives in a dynamic environment.
• Additionally, the candidate should demonstrate the ability to handle multiple tasks under tight deadlines and can effectively interface with technologists, business owners, and end-users.

55a Program This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program. Public Service Loan Forgiveness As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/. Residency Requirement New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview. Additional Information The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.